"Alerted.org

Union County College is a public comprehensive community college providing quality, affordable, accessible educational programs that serve the greater Union County region. It is the oldest of New Jerseys 19 Associate Degree Colleges, serving both career-minded and transfer-oriented students since 1933. The College enrolls almost 30,000 credit, non-credit and continuing education students and is accredited by the Middle States Commission on Higher Education. Many programs lead to the Associate in Arts, Science and Applied Science degrees.

Campus: Plainfield Campus

General Description:

The Assistant Director of One Stop is an enrollment operations manager who will provide co-leadership by overseeing the day-to-day operations of the One Stop Center. This position plans for integrated enrollment and retention services to ensure a single access point for student success. The position will co-manage a leading One Stop Center experience by staffing, training, scheduling, allocating resources, organizing and implementing processes and procedures to drive integrated enrollment and retention services for students. The Assistant director leads by example to ensure highly visible and effective customer service management for the One Stop Center. They will work under the direction of the Director of ACT and One Stop Operations and lead collaboratively with other directors and campus leaders to ensure a positive student experience towards graduation.

Characteristics, Duties and Responsibilities:

• Manage scheduling, staffing, staff retention initiatives and development of Student Service Associates and Generalists including on-the-job coaching and training.

• Develop and maintain semester trainings by collaborating within all departments of student development for Student Services Associates such as admissions, financial aid, student accounts and academic testing.

• Creates a high-performance and student success centered culture by setting clear objectives and expectations with benchmark metrics related to enrollment and retention; targets and analyzes team member’s accountability and giving appropriate feedback, including actively managing performance issues.

• Collaborate with the enrollment management office to support enrollment operations by ensuring Student Services Associates assist with high school transcript intake, troubleshooting applications, and answering general questions about admissions, financial aid, and student accounts.

• Develop and implement a data-driven assessment plan to regularly evaluate the effectiveness of services provided within the one-stop student services centers related to admissions, financial aid, student accounts, academic testing, and academic advising retention activities and report/recommend changes as necessary.

• Develop programs, activities, and services to guide students in collaboration with academic departments to develop, update, and implement targeted interventions to increase student retention, success, and progress towards graduation.

• Manage day-to-day technical support operations of the One Stop Center; must be able to ensure daily that dependable software and hardware products are in place to support to enrollment and retention functions. Must be able to set up appropriate protocol and escalation when technical operation/support is not functioning.

• Demonstrate an appropriate sense of urgency for response times and service levels to achieve specific department service and quality goals on a regular basis.

• Actively monitor customer satisfaction to evaluate and assess levels of customer satisfaction; gathers feedback to drive continuous improvement.

• Aid students with pre-enrollment/registration and inform them regarding college programs, classes, course/program requirements, transfer articulation, and dual admission agreements.

• Academically advise and provide support services for students to promote student development and clarify academic, career, and personal goals.

• Support Student Services Associates, Student Services Generalists, and Student Services Specialists during heavy registration periods by leading by example and assisting students with all services provided in the One Stop.

• Maintain procedures for assisting students in crisis which includes ensuring that all department staff are trained in crisis management procedures.

• Collaborate with all managers and directors to implement key initiatives; keeps communications up to date.

• Other duties as assigned.

Education Requirements:

Bachelor’s degree required, Master’s degree in Student Personnel Services or similar preferred.

Experience:

Required Experience:

• 1 – 2 years of management/leadership experience

• Two (2) years’ experience in college student affairs or equivalent counseling and/or academic advising or equivalent.

Preferred Experience:

• 3 years in higher education customer service, sales, retail, banking, or related customer service-oriented role

• Bilingual skills are highly preferred.

• Previous enrollment management or concierge experience may be helpful to this position.

Competencies and Skills Required:

Required Experience:

• 1 – 2 years of management/leadership experience

• Two (2) years’ experience in college student affairs or equivalent counseling and/or academic advising or equivalent.

Preferred Experience:

• 3 years in higher education customer service, sales, retail, banking, or related customer service-oriented role

• Bilingual skills are highly preferred.

• Previous enrollment management or concierge experience may be helpful to this position.

Physical Demands and Work Environment:

• This position’s duties are normally performed in a typical interior/residence work environment, based on the activity scheduled.

• Some physical effort required; however, the employee must occasionally lift and/or move up to 25 pounds. Will also need to stand and walk frequently.

• No or very limited exposure to physical risk.

• Some travel required.

Union County College does not discriminate on the basis of race, color, national origin, sex, marital status, religion, age, disability, handicap or other legally protected status in its provision of employment, education, and activities, or other services. Union County College is an EEO/AAP Employer/Protected Veteran/Disabled Disclaimer: This job description outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons. Union County College offers a competitive compensation package and salaries that are commensurate with experience and qualifications. The following benefits are also provided: Medical benefits and pension plan offered through the State of NJ; Dental and vision benefits; Vacation days based on accrual system; Ten paid holidays and three floating holidays that are determined by the College; Tuition remission for employee, spouse, and eligible children for credit and non-credit courses; and Tuition reimbursement for approved degree programs at an accredited college or university.